Parhaat Contact Center Podcastit (2024)

1
Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer 59:29

1d ago59:29

59:29

Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empa…

1
The Frictionless Customer Experience 28:27

13d ago28:27

28:27

Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alo…

1
Transforming Contact Centers: From Cost to Value Centers 31:10

28d ago31:10

31:10

Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Flor…

1
Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast 56:21

2M ago56:21

56:21

Tune in as we sit down with Josh Feast, the innovative mind behind Cogito, to discuss the transformative impact of technology on human emotions and connections within the fast-paced world of call centers. Josh shares invaluable insights into the development and application of AI and real-time guidance systems, the essence of effective leadership in…

1
Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III 52:31

3M ago52:31

52:31

This is episode 1, Season 5 of First Contact Podcast: Stories of the Call Center! We're thrilled to bring you an incredible journey into the heart of customer service, with our special guest, Francis, a visionary leader with over 30 years of groundbreaking experience in the contact center industry. Transforming Contact Centers through Servant Leade…

1
The customer Happiness show 14:19

3M ago14:19

14:19

Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you ca…

1
Empathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie Petouhoff 1:01:48

6M ago1:01:48

1:01:48

Our last episode of Season 4 brings a refreshing perspective to the forefront of business transformation. Join us as we converse with Dr. Natalie Petouhoff, the visionary business consultant who has spearheaded transformative initiatives for giants like Salesforce, Hulu, General Motors, and Procter & Gamble. Together, we explore the core essence of…

1
The Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson 46:00

7M ago46:00

46:00

🎙️ Exciting News! Our latest podcast episode is now LIVE! Join us as we sit down with industry pioneer, Chris Robinson from Awaken, who has been at the forefront of customer communications for over 20 years. Dive deep into the evolution of self-service, the intricacies of onboarding in today's digital landscape, and the strategies to tackle churn e…

1
From Nearshore to Global: Contact Center Outsourcing Excellence: Neal Topf 1:01:44

8M ago1:01:44

1:01:44

In this insightful episode, we sit down with the dynamic Neal Topf, co-founder of Callzilla, the powerhouse behind some of the most outstanding outsourced contact center and business process services globally. With its roots firmly planted in sunny Miramar, Florida, Callzilla has been a beacon of excellence, pushing the boundaries of customer care …

1
From Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-Curtis 1:07:15

9M ago1:07:15

1:07:15

Welcome to another exciting episode of our podcast! This week, we are thrilled to have Dr. Hui Wu-Curtis with us. A known disruptor, operations geek, advocate for DEI, and a Silver Globee award recipient for Executive Excellence, Dr. Hui is a force to be reckoned with in the contact center industry. n this episode, we delve into her vast experience…

1
Knowledge Management and AI Real-time Guidance for Contact Centers: Micah Peterson 56:28

9M ago56:28

56:28

In the rapidly evolving world of contact centers, the convergence of knowledge management and artificial intelligence stands at the forefront of transformation. This latest episode welcomes Micah Peterson, a seasoned professional with over 15 years in the knowledge management sector. As a Knowledge-Centered Services (KCS) certified expert, Peterson…

1
Navigating Compliance Challenges in the Contact Center Industry: Dan Greenwell 59:29

10M ago59:29

59:29

Welcome to the newest episode of First Contact: Stories of the Call Center! In this episode, we're joined by none other than Dan Greenwell, the CEO of Customer Dynamics. With over three decades of business experience in executive roles, Dan has a wealth of insights and knowledge to share. His company, Customer Dynamics, is a leading force in creati…

1
What we learned this season 33:38

10M ago33:38

33:38

Amas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob I'm increasingly getting feedback from people who are not deep into the contact center, but a…

1
How to Prepare for CCaaS 32:57

11M ago32:57

32:57

Bob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement. CCaaS allows agents to use all of their…

1
How to Seperate the Hype from Reality with Generative AI 40:29

11M ago40:29

40:29

Amas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write k…

1
Master Call Center Customer Service in the Digital Age: Jim Iyoob 59:34

11M ago59:34

59:34

Get ready to dive into the newest episode of our podcast, where we had an engaging and insightful conversation with the brilliant Jim Iyoob, Chief Customer Officer at Etech Global Services. 🎙️ Jim is at the helm of a company that is known for its outstanding customer engagement solutions, including contact center services, customer support, sales, …

1
Knowledge is the new oil, but do you know how to drill? 30:51

12M ago30:51

30:51

Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike "So we have this issue. There are 1400 page PDFs running out there. How wou…

1
Contact Center Excellence, Brand Slaughtering and Remote Revolution: Eric Sims 1:05:20

1y ago1:05:20

1:05:20

Ladies and gentlemen, welcome to another exhilarating episode of our podcast! Today, we're diving deep into the world of contact centers, brand protection, and the remote revolution with a true industry expert. Get ready to be blown away by the insights and knowledge of Eric Sims, Cofounder & CEO of Leading Edge Connections, America's #1 fully remo…

1
The Contact Center CFO 42:06

1y ago42:06

42:06

Amas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story of the history, the real-time and the future." -Bob

1
The Outbound Call Center 36:02

1y ago36:02

36:02

Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked to me, that's a lot of negativi…

1
Waiting for Service Interview 33:52

1y ago33:52

33:52

Bob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of service..." Amas "So if you are listening to our podcast, he is not talking about you, he is talking about the other contact center professionals." - Bob…

1
Empowering Your Customers Strategies for Success in Contact Centers: Rob Bayer 56:10

1y ago56:10

56:10

Are you ready to learn the latest and greatest customer empowerment strategies from a seasoned industry expert? In this episode, we have a special guest who shares their secrets to success in contact center management and remote work optimization. Rob Bayer, president of Anomaly Squared is an executive with more than 25 years of contact center expe…

1
Soft Skills do not work, your contact center needs Tough skills. 59:33

1y ago59:33

59:33

Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills. Quotes "People drive the success of contact centers. I had someone say to me this week - I think people are going away in contact centers. ChatGPT and the future of voice bots and digital bots will replace the human. But I disagree. T…

1
When Social media becomes the primary means of customer service 35:53

1y ago35:53

35:53

Do you use social media to address your complaints or concerns with companies? What are the pros and cons of social service? Does anyone do it well? It is quite overwhelming to monitor the entire internet so where do you start? “how would you feel if every decision you make privately on a contact center ends up on the front page of a newspaper or o…

1
Why should you use social for customer service 36:38

1y ago36:38

36:38

Bob and Amas continue the conversation about Social Service: "You know that quote from 10-15 years ago 'if you do something good your customer will tell 3 people and if you do something bad they will tell 10' now customers are like 'let me tell my 100 followers, 500 followers...." - Bob And much more Contact Amas and Bob. http://linkedin.com/in/ama…

1
When customers never have to hold? 32:54

1y ago32:54

32:54

You dial a 1800# and it tells you someone will hold your place in line and call you back when it is your turn? Is someone actually holding your place in line? Key Quotes: "It allows you to not have to listen to Michael Bolton sing “when a man loves a woman for the thirteenth time.” Or even worse, here the “your call is important to us” for the 25th…

1
Will ChatGPT answer 25% of all your inquiries? 41:54

1y ago41:54

41:54

Amas and Bob take a deep dive into the success of ChatGPT. Chatbots are not new, why is this one capturing hearts and mind? What the heck is a chatbot anyway? Why do most customers hate chatbots and will it change? Will it replace humans in the contact center? How do I start building a bot customers will want? And much more Contact Amas and Bob. ht…

1
Is the Contact center the most interesting place in Corporate America? 42:08

1y ago42:08

42:08

The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: “Did you lose your daughter? Are you a NARC?” - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://w…

1
Beyond Transactional: Taking Customer Service to the Next Level: Brad Cleveland 1:00:47

1y ago1:00:47

1:00:47

Attention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express,…

1
Should We Join Frontier Airlines in Eliminating Calls? 29:21

1+ y ago29:21

29:21

Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the phone call because they're expensive...." "Is frontier airline the model for customer service?" "At the end of t…

1
How to Deal with Escalations 30:19

1+ y ago30:19

30:19

Join Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creating escalations..." "I would love to be a supervisor in a call center and not be able to tell a lie....." A…

1
Your Call is Being Recorded for quality purposes 36:08

1+ y ago36:08

36:08

Join Amas and Bob as they discuss the dreaded message we all hear when calling for service. What is done with my recording and transcripts at most contact centers? Who owns the data? Three things to change about the recording and quality assurance process. Some quotes... "I don't think it's BS they are recorded but they're not listening to a lot of…

1
Is Training to blame for Customer service failure? 34:26

1+ y ago34:26

34:26

People blame most bad interactions on poor training.Is this true? The training blame game Who is the real culprit when service goes bad What is training actually good for Is empathy a skill or an emotion? And much more... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/…

1
What is Workforce Management? 36:59

1+ y ago36:59

36:59

Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management. Why WFM deserves more empathy Why WFM is a lot of art and a lot science Wat makes WFM such a complex job And much more ... Contact Amas and Bob. http://linkedin.com/in/amasten…

1
The only metric you should measure in a contact center. 37:30

1+ y ago37:30

37:30

Tune in to hear... “There are lies, there are damn lies and there are metrics!” If you can’t measure it, you can’t manage it” - Dr Demin Why are there so many damn metrics in a Contact Center Is chasing Average Handle Time effective? Does Average Rate of Answer really matter? And so much more! Contact Amas and Bob. http://linkedin.com/in/amastenuma…

1
Leading the Change for Women in Tech: Juanita Coley 39:47

1+ y ago39:47

39:47

Here we are, at the end of another fascinating season grounded in knowledge and inspiration. This is episode 10 of First Contact Podcast, where we’re diving deep into workforce management in contact centers with one of the most prolific women speakers of this type of enterprise solution, the Contact Center Whisperer and expert – Juanita Coley. Juan…

1
Who is a contact Center Supervisor? 36:32

1+ y ago36:32

36:32

Notable quotes "I miss my old job some days it was less chaotic. I used to be an ER Nurse and I am now a call center supervisor in Manila” "I am a manager, a leader, a therapist, a coach, an arbitrator, a time manager, a workforce manager, a teacher, a quality..." I was the best agent - I am now probably the most undertrained manager in the company…

1
Who is a contact center representative? 35:25

1+ y ago35:25

35:25

Notable quotes “Every word you say and write is recorded and judged.” “I took phone calls for the first time in the 90s and in many contact center they are still using the same screens I did.” “The dentist is still using a chisel” “We have been hearing about the demise of the contact center agent for 20 years” “The human agent is not going away” Co…

1
Building solutions to solve problems within the business ecosystem: Hemanth Gorur 56:48

1+ y ago56:48

56:48

Join us for a new episode with Hemanth Gorur, Vice President of Consulting Services at CGI - a company providing information technology and business process services. Hemanth started his career with CGI as a developer in India in 2001 and has worked in various roles within CGI focusing exclusively on the banking industry. It was great conversation …

1
Who should own the contact center? 37:53

1+ y ago37:53

37:53

"Which is worse? What if we had a zero abandon rate? OR What if we reduced service level?” “Marketing claims it sets half of its budget on fire and keeps getting funding.” “tell me why you matter? Tell me why we should spend more? " Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/…

1
Performance-driven contact centers and data modeling: Kevin Daly 56:45

1+ y ago56:45

56:45

In this episode, we're joined by the founder of Value Ad and the creator of Bestpair, Kevin Daly for a practical and earnest discussion on data-driven results and a magical mix of client, product, and agent. With a diverse and complex set of roles in his background, Kevin has combined his experience in sales management and insurance to create a dat…

1
What is a Contact Center - Part 2 16:25

1+ y ago16:25

16:25

Amas and Bob continue the conversation about the evolution of the Contact Center: The heart of the Contact Center Agent Why is it the most scrutinized job in the company? What the role should look like Strategic positioning of contact center Implications of digital/remote to how we run contact centers? Do we need to track bathroom times…

1
What is a Contact Center? 19:57

1+ y ago19:57

19:57

Bob and Amas break down exactly what the Contact Center is and is not: The term Call Center should be retired Implications of Remote Agents Quotes: “If you are still calling it a call center, I am judging you” “If the Telephone is your only channel, you are doing it wrong" “We are the contact center, the engagement center, the data center - and yes…

1
What is a Call Center? 34:17

1+ y ago34:17

34:17

Amas and Bob are back discussing all things Contact Center. They combine their 50+ years of experience and humor to bring you actionable insights that will improve your Contact Center. Call centers have an amazing history that is about 70 years old, hopefully you learned how we got here. Please join us “Federal prisoners have more freedom than call…

1
Reasons Why Telemarketing and Cold Calling are Still Worth it: Jeremy Chen 58:55

1+ y ago58:55

58:55

Welcome to a new episode, where we’ll dive deep into the world of B2B sales with sales expert Jeremy Chen, who helps B2B technology companies perfect their sales teams go-to-market strategy. In this episode, he is dropping some real knowledge on the intricates part of sales management, the structure of a perfect cold call and the mindset behind it,…

1
Embracing Mistakes and Putting People First, a CX Approach: Bob Furniss 1:06:39

2y ago1:06:39

1:06:39

Customer service is one of our favorite topics to tackle in this show, but having Bob Furniss over for this special episode was truly something. For almost 40 years in the industry, Bob Furniss is known as the renowned customer service and experience expert, and his mission will always be driving customer success by designing effective service and …

1
Employee Satisfaction and a 360 View on Contact Centers, with Colin Taylor 57:27

2y ago57:27

57:27

It was a joy to have Colin Taylor, the CX expert, on our show for an awe-inspiring and upbeat discussion on customer journey, employee satisfaction, self-service and much more! Leading The Taylor Reach Group to success in call center and management consulting for almost 20 years, Taylor is the CEO & CCO (Chief Chaos Officer) and one of Canada’s lea…

1
Customer Success Myth Buster – Separating Fake News from Reality 28:41

2y ago28:41

28:41

While the book(s) on Customer Success were already written years ago, embracing Customer Success is still a challenge for many CEO’s and CSL’s. In a sea of opinions, it is easy to follow those who tell you what you like to hear and call uncomfortable messages Fake News. Follow the lead of the Usain Bolt’s and Tom Brady’s in Customer Success and lea…

1
How Do You Fix a Fast Moving Train 52:21

2y ago52:21

52:21

About Vicki Brackett Recognized as a subject-matter operations expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other p…

1
Digital Transformation and Future of Work for Contact Centers: Jon Arnold 1:02:52

2y ago1:02:52

1:02:52

Jon Arnold is a widely followed analyst and thought leader with a strong presence in the media and a focus on communication technologies, unified communications, AI, contact centers and more! We recently talked to Jon about a mindset shift and newfound expectations in adopting new tools and technologies, megatrends, and his favorite piano songs! Th…

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